Avaya Avaya Certifications 6201.1 Questions & Answers

• Question 41:

  Agent 20042, a scenario mortgage specialist, is assigned 5 skills.

  Which two ways can the agentidentify the type of call that being delivered? (Choose two.)

  A. by the Skill whisper announcementbefore call: is delivered

  B. by the flashing skill button on the telephone set

  C. by the VDN of Origin announcement before call is delivered

  D. by the telephone display (a = Originator Name to VDN)

  Correct Answer: CD

  SHOULD BE C,D(Once skills are assigned to VDNs and to agents, calls are directed to the appropriate

  vector.

  The goal of the warranty service call center is to answer 80% of the incoming calls within 20seconds.

  Accordingly, if a call that is directed to a vector is not answered by the time theannouncement finishes, a

  second group of agents is viewed, thus enlarging the agent pool. Ifthe call is not answered within the

  following 10 seconds, a third group of agents is viewed.)

• Question 42:

  Which two statements describe why CMS and BCMS reports reflect different data? (Choose two)

  A. BCMS is interval based and CMS is call based.

  B. BCMS receives data internally and stores data in a volatile switch memory.

  C. CMS resides on an external server and stores data on a hard disk, and-has much larger capacities and reporting capabilities.

  D. Repeated use of vu-statsbuttons will decrease the level of information in the BCMS internal data.

  Correct Answer: AC

• Question 43:

  What is the term of an extension that routes calls to specific vector?

  A. Vector Routing Number (VRN)

  B. Hunt Group Number (HGN)

  C. Routing Directory Number (RDN)

  D. Vector Directory Number (VDN)

  Correct Answer: D

• Question 44:

  The quick credit call center management has described to move to 24 hour support forsamecenter operations. Because the standard practice hasalways been to start each vector with the same 5 steps to test for working hours, makingthe change will require modifyingalmost all of the vectors.

  While making the changes, what can be done to make the future changes easier and moreefficient?

  A. Add vector variables to each vector to test for working hours.

  B. Redesign the routing so all calls funnel through a signal vector

  C. Create vector subroutine that can be used in all vectors that have the same working hours

  D. Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.

  Correct Answer: C

• Question 45:

  Far data to be available universally, the "measured Field in CM must be administered to which setting?

  A. Measured: survivable

  B. Measured: internal

  C. Measured: external

  D. Measured: both

  Correct Answer: D

• Question 46:

  When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.

  Which port is used when hooking the monitor to the CMS T5220?

  A. SER MGT Port

  B. NET MGT Port

  C. NET 1Port

  D. XVR-300XB port

  Correct Answer: A

• Question 47:

  To activate, which three options require an Avaya authorization password? (Choose three) A. simultaneous CMS Supervisor logins

  B. the number of agents thatthe CMS can report on

  C. the number of users that can be administered in the CMS

  D. the number of ACDs thatthe CMS system can monitor

  E. features assigned to each user

  Correct Answer: ABD

  WHY B(Enter the number of simultaneous Avaya CMS Supervisor logins the customer has purchased (2maximum): (default: 2))

• Question 48:

  Click the exhibit button A Miami basedmedical center is defining evacuation procedures for severe weather conditions The center has decided to plan for two types evacuations, major and minor During a minor evacuation; the center willstaff only a few medical answer line agents to answer critical callsmajor evacuation the answer line will not be staffed instead of reaching alive agent, callers willreceive a pre-recordedinformation

  

  Inthe example vector segment, what is represented by the Ein steps 2 and 3?

  A. E is a standard vector code for evacuation

  B. E has been administered as a Feature Access Code

  C. Ehas a vector variable that is changed when an evacuation is required

  D. E is assigned to a VDN that routes calls to an evacuation vector

  Correct Answer: C

• Question 49:

  Which two Communication Manager features does the VAL circuit pack support? (Choose two.)

  A. Music-on-hold

  B. Voice over IP

  C. Integrated Announcements

  D. Local Announcements

  Correct Answer: AC

  Explanation: Answer is A,C (SUPPORT LIST)

  •

  Analog Music-On-Hold

  •

  Attendants

  •

  Modem Pool Convrsion Resources

  •

  TAAS Port

  •

  Stations (Digital, display, BRI, etc.)

  •

  Analog Announcements

  •

  Analog External Alarm Port

  •

  EAS Agent Login Ids

  •

  ACD Agents

• Question 50:

  The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By8:30, the customer service line had received 6 customercomplaints all1 stemming from calls to the center the day before. Callers complained thatthey received the "all agents are busy" recording but regardlesshow long they waited, were never answered.

  What caused callers to be queued even though the Quick Credit call center was closed onthe holiday?

  A. The Communication Manager was down.

  B. An agentforgotto log out.

  C. The holiday recording was not functioning properly.

  D. The holiday was not administered in the holiday tablet

  Correct Answer: D